Senior Lead, Customer Service (Remote, Japan)

A Senior Lead at Shopify is someone who is excellent at coaching and managing large teams (broad scope of 300+ people), comfortable with ambiguity, and effective at contributing to team operations and success.

This is an entirely work from home role based out of Japan.
As a Senior Lead, Customer Service, the work you and your team do will empower entrepreneurs around the world through conversation and solution building.
You'll work closely with your reports, peers, and stakeholders to deliver strong business results through empowering your team to do their best work.

You are responsible for the overall operations, performance, and engagement of your Region; acting as an advocate for your team, and for representing Support with stakeholder groups on initiatives that impact your reports.
We operate in a complex environment with ever-changing conditions and it's up to you as a lead to guide your region towards our mission statement of "Making Commerce Better for Everyone".
You will have the opportunity to influence and empower your Region of Support Advisors and Leads at different levels to make the best decisions as they help our merchants leverage Shopify to be successful in their entrepreneurial dreams.

As a Senior Lead, you will:

• Take a leading role in building our Support team in Japan
  
• Collaborate closely with the non-English Support teams from other regions
  
• Coach Support Leads (Lead of Leads) on leadership qualities, constantly improving your team's performance while overseeing the performance management process.
  
• Oversee and drive the leadership development of all Leads in your region.
  
• Work closely in executing any value creation or effort reduction initiatives for our Merchants or Shopify.
  
• Be curious when looking into performance opportunities and identifying areas of focus for your team and other Support departments.
  
• Be responsible for the Merchant experience and regional results for your team's Value and Productivity KPIs.
  
• Analyze and present performance data pertaining to Support and your region.
  
• Work with the Advisor Leadership team to manage and contribute to the rollout of new initiatives with the Advisor team. This includes, but is not limited to: drafting communications, considering stakeholders and change management.
  
• Work alongside Support Operations, QA, Workforce Planning, Technical Support, Knowledge Management, Training and Talent Teams.
  
• Make decisions with a high degree of complexity, factoring in known & unknown outcomes, and guiding the progress of long term initiatives.
  
• Proactively identify areas of focus and/or roadblocks for your team and collaborate on expectations to ensure accountability both with your peers and with your own Lead.
  
• Own deliverables, and execute initiatives and projects associated with you.
  
• Ensure staffing and hiring for your team remains on track, fair, and transparent.
  
• Be the voice of your region's merchants and people with the senior leadership team.
  

Qualifications

• Native level of Japanese and high fluency in English are a must have.
  
• A seasoned Lead of Managers with 10+ years experience in a coaching and management role. You help instil confidence in your leaders and are invested in their growth.
  
• Experience designing and executing support offerings to suit international teams operating 24/7/365, in multiple languages and multiple channels (email, chat, phone, messaging)
  
• A 5-star communicator and collaborator. A Senior Lead needs to build and maintain connections with the people who directly and indirectly report to them as well as their peers and stakeholders in Support.
  
• Able to translate Shopify's amazing culture into action and results.
  
• A master of prioritization. There are only so many hours in a day and you're able to identify the best use of that time.
  
• Able to sit comfortably in ambiguity, and know how to/have proven your ability to effectively build teams in this type of environment.
  
• Someone who loves to identify opportunities, build new things, and champion ideas from conception to execution.
  
• Highly strategic. You are able to connect the dots and discover root causes for any-and-all problems your team may face as well as demonstrate creative thinking and problem solving skills. You are always considering your stakeholders when new topics arise and processes are implemented.
  
• You are able to effectively translate strategic ideas into action by identifying opportunities or projects.
  
• High level of self-awareness and ownership.
  
• Curious and resourceful - you seek to understand.
  
• Strong working knowledge of Japanese employment practices.
  
• Has managed multiple projects and employees, leading to the build and growth of regional teams.
  
• Existing knowledge using Shopify is a bonus.
  

At Shopify, we are committed to building and fostering an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity and inclusion enables us to truly make commerce better for everyone. We strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities.

How we hire

At Shopify, we put a lot of care and time into who we hire. We believe that in order to build the best products, we need to build high impact teams. Our recruitment process centres around what we call the Life Story interview, a conversational-style interview where we get to learn more about you.
Learn more about our hiring process